The Residential and Rooming Accommodation Act 2008 (the Act) states that there are two types of repairs – emergency and routine repairs. Routine repairs are any repairs which are not defined as emergency repairs in the Act.
Back in February, a survey conducted by the National Association of Tenants’ Organisations, National Shelter and Choice, found that renters said they’re worried that a repair request or complaint could get them blacklisted on the National Tenancy Database.
“Here’s the shocking part – 14% of surveyed tenants decided not to request maintenance at all because they didn’t want to risk a rent increase or being vacated. “
Isn’t that crazy?! What’s even crazier is that they’re believing a lie.
Hey, I get it – as a tenant myself I understand the feeling and I’m actually going through it right now. Just recently, a metal bracket holding up a curtain has come loose from my wall. The very first thing I thought when reporting it was, ‘are they going to increase the rent?’
But I know that’s a silly thought because from my own experience as a property manager, I can tell you that most landlords don’t raise the rent because you request maintenance.
In fact, as a landlord as well, I can tell you I want to know about maintenance issues ASAP. It means I save money because a small problem doesn’t have the chance to turn into a big one (like the entire curtain rail falling off the wall!)
This is actually why tenancy laws in most states require tenants to inform landlords of certain types of maintenance issues as soon as practicable. The good news is, there are a few ways you can make it easier for everyone when requesting maintenance.
We have compiled these helpful steps to assist you when reporting maintenance issues.
What are routine and emergency repairs?
Under the Act, emergency repairs refer to any of the following:
- a burst water service or a serious water service leak
- a blocked or broken lavatory system or fittings
- a serious roof leak
- a gas leak
- a dangerous electrical fault
- flooding or serious flood damages
- serious storm, fire or impact damage
- a failure or breakdown of the gas, electricity or water supply to the premises
- a failure or breakdown of an essential service or appliance on premises for hot water, cooking or heating
- a fault or damage that makes premises unsafe or unsecure
- a fault or damage likely to injure a person, damage property or unduly inconvenience a tenant of premises, or
- a serious fault in any staircase, lift or other common area which inhibits or unduly inconveniences residents in gaining access to or using the premises.
Step #1: Put all maintenance in writing
It’s always good to keep a record of maintenance requests. It means you have a paper trail to back up your word and it makes life easy for your property manager or landlord as well. If you’re a Odyssey Property Concierge tenant already, just log into your portal to report any maintenance directly from your dashboard in seconds.
Step #2: Take photos
Including some photos helps portray the issue as a little more serious. Including photos is a good way to help the property manager or landlord figure out what type of tradesperson – if any – they need to go to the property. If your maintenance issue is about an appliance, include the model number as well – it’ll help the agent or landlord when talking to a tradesperson. Remember, this is all about trying to reduce the amount of back-and-forth chat about the problem, so include this information up front.
Step #3: Minimizing the issue
Now, obviously don’t try and fix something if you don’t have the skills – especially if it’s something crucial like plumbing or heating. If it’s a smaller issue, it may be worth mentioning what you’ve tried to do to minimise the issue or stop it from getting worse.
Take my situation about the bracket. I tried putting it back in the wall but the hole in the plaster actually got bigger and I didn’t want to risk doing any more damage with my limited carpentry skills! So, when I told the landlord I mentioned my attempt at repair just so they knew I wasn’t requesting unnecessary maintenance and that a professional was definitely required.
Step #4: Keep it simple
Your goal is to get something that’s broken, fixed. The landlord’s goal is the same thing. So try not to do anything that’s going to exacerbate the problem or drag out the process.
For example, don’t create a huge list of items that need fixing. Focus on the most important ones, like electric, plumbing or general repairs, and then prioritise the rest. After all, a couple of cracked tiles or a loose handle on the pantry aren’t big issues when compared to something like faulty smoke alarms or ducted cooling.
Who’s responsible for what?
While landlords will generally be responsible for both urgent and non-urgent repairs, any accidental damage caused by the tenant is the tenant’s responsibility. So if you’re swinging a hammer around and knock out a chunk of plasterboard, that’s on you, but you’ll still need to report this to your property management immediately and follow their instructions on how to fix the issue. Here are a few other things to keep in mind:
- Keep your cool! It’s incredibly frustrating when things break but just remember – keep your cool. Getting angry with the landlord or tradespeople is just going to make things worse, and damage your reputation with the landlord or agent…not a good look when your lease is up for renewal. That doesn’t mean you need to put up with unreasonable waiting times but stop yourself before saying something you might regret later!
- You should hear back quickly. After the landlord or property manager has received your maintenance request you should expect to hear back within a few days. That first response should at least be an update, followed by a call from a tradesperson to arrange access.
- Be flexible with access for tradespeople. Try to be really flexible with providing access to help get the job done. Be reasonable and keep your cool if the landlord or trades person can’t attend to the problem right away. However, you should expect updates along the way.
At Odyssey Property Concierge, prioritizing efficient maintenance solutions with our home emergency policy, offering 24/7 emergency callouts and streamlined repair processes for tenants and landlords alike.
